Application Notes for the DataVoice Recording Solution for Avaya Communication Manager and Avaya Application Enablement Services - Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for the DataVoice Recording Solution for Avaya Communication Manager and Avaya Application Enablement Services - Issue 1.0 Abstract These Application Notes describe the procedures for configuring the DataVoice Recording Solution for Avaya Communication Manager to monitor and record calls placed to and from stations on Avaya Communication Manager. Recording start and stop decisions are made based on information received from the Telephony Services Application Programming Interface (TSAPI). The DataVoice Recording Solution for Avaya Communication Manager can be configured to utilize the Device, Media and Call Control (DMCC) service to register DMCC softphones for use as recording ports using the TSAPI Single Step Conference (SSC) feature to conference in the recording device (DMCC station). Alternatively, the trunk tap recording method may be used. These Application Notes describe both recording configurations. Information in these Application Notes has been obtained through DevConnect compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. 1 of 35

2 1. Introduction These Application Notes describe a compliance-tested configuration comprised of an Avaya Communication Manager, an Avaya Application Enablement Services (AES) server, and the DataVoice Recording Solution for Avaya Communication Manager. The DataVoice Recording Solution for Avaya Communication Manager consists of two components: The DataVoice Avaya Communication Manager Recording Controller - The DataVoice Avaya Communication Manager (CM) Recording Controller connects to the Avaya Application Enablement Services (AES) server using the Telephony Services Application Programming Interface (TSAPI). The Recording Controller (RC) monitors extensions that must be recorded to obtain telephony call events which are used to start, stop and annotate recordings, and in general to control the DataVoice Libra Recorder (see following section). System setup and configuration for the Recording Controller is done through the DataVoice RC Setup and Recording Controller Configuration Utilities. The DataVoice Libra Recorder - The DataVoice Libra Recorder records user conversations in circuit-switched telephony (CST) and IP telephony environments. The Recorder uses indirect recording for circuit-switched and unencrypted IP telephony recording, and it uses integrated recording for circuit-switched and both unencrypted as well as encrypted IP telephony recording. The terms indirect recording and integrated recording are defined in the next few sections. System setup and configuration for the Recorder is done through the DataVoice AdminConsole. Users access recorded conversations on the Libra Recorder via the browser-based DataVoice WebRecall interface to search, view, play and conversations. The DataVoice Recording Solution for Avaya Communication Manager supports two recording methods: Indirect Recording When using Indirect Recording, there is no direct connection between the monitored device and the Recorder. The Recorder is connected to an E1/T1 Digital Trunk line. Only external calls can be recorded. External calls are calls that originate or terminate on the PSTN side of the PBX. This is also known as Trunk, Tap or CST recording. Integrated Recording With Integrated Recording an internal connection between the monitored device and the Recorder is created via the switch at the time when the monitored device needs to be recorded. In this case, the Recording Controller is using the Single Step Conference CTI command to conference Recorder-hosted DMCC softphones into calls that must be recorded. This feature allows the Recording Controller to tap into a call without influencing the call in any way. The Recorder connects to the Avaya Application Enablement Services (AES) server using the Device, Media and Call Control (DMCC) interface. The Recorder monitors the dedicated DMCC softphones to 2 of 35

3 obtain the events which are used to capture the audio. This is also known as Call Monitoring or Silent Conference. Figure 1 provides the test configuration used for the compliance test. Note that actual configurations may vary. The solution described herein is also extensible to other Avaya Servers and Media Gateways. An Avaya S8300 Server with an Avaya G700 Media Gateway was included during the test, to provide an IP trunk between two Avaya Communication Manager systems. Figure 1: Sample Test Configuration for the DataVoice Solution 3 of 35

4 2. Equipment and Software Validated The following equipment and software/firmware were used for the sample configuration provided: Equipment Software/Firmware Avaya S8720 Server Avaya Communication Manager 5.1 ( ) with SP # Avaya G650 Media Gateway - TN2312BP IP Server Interface HW11 FW030 TN799DP C-LAN Interface HW20 FW017 TN2302AP IP Media Processor HW01 FW108 Avaya S8300 Server with Avaya G700 Media Avaya Communication Manager 5.1 Gateway ( ) with SP # Avaya Application Enablement Services Server Avaya 4600 Series IP Telephones 4620SW (H.323) 4625SW (H.323) 4.2 (R ) Avaya 9600 Series IP Telephones 9630 (H.323) (H.323) 1.5 Avaya 6408D+ Digital Telephone - DataVoice Avaya Communication Manager V Recording Controller Note: Operating System used was Microsoft Windows XP Professional Version 2002 with Service Pack 3 DataVoice Libra Recorder V Note: Operating System used was Microsoft Windows XP Professional Version 2002 with Service Pack 3 3. Configure Avaya Communication Manager This section provides the procedures for configuring an ip-codec-set and ip-network region, a switch connection and Computer Telephony Integration (CTI) links, monitored stations, and recording stations on Avaya Communication Manager. All the configuration changes in Avaya Communication Manager are performed through the System Access Terminal (SAT) interface. The highlights in the following screens indicate the values used during the compliance test. 4 of 35

5 3.1. Codec Configuration Enter the change ip-codec-set t command, where t is a number between 1 and 7. change ip-codec-set 1 Page 1 of 2 Codec Set: 1 IP Codec Set Audio Silence Frames Packet Codec Suppression Per Pkt Size(ms) 1: G.711MU n IP Network Regions During compliance testing, a C-LAN board dedicated for H.323 endpoint registration was assigned to IP network region 1. The Avaya IP Telephones and IP Softphones, used by the DataVoice Recording Solution, registered with the C-LAN boards and were thus also assigned to IP network region 1. The second C-LAN board (CLAN-AES), which is dedicated for the AES server, was assigned to network region 2. The following screen shows only network region 1. change ip-network-region 1 Page 1 of 19 IP NETWORK REGION Region: 1 Location: Authoritative Domain: Name: MEDIA PARAMETERS Intra-region IP-IP Direct Audio: yes Codec Set: 1 Inter-region IP-IP Direct Audio: yes UDP Port Min: 2048 IP Audio Hairpinning? n UDP Port Max: 3929 DIFFSERV/TOS PARAMETERS RTCP Reporting Enabled? y Call Control PHB Value: 46 RTCP MONITOR SERVER PARAMETERS Audio PHB Value: 46 Use Default Server Parameters? y Video PHB Value: P/Q PARAMETERS Call Control 802.1p Priority: 0 Audio 802.1p Priority: 0 Video 802.1p Priority: 5 AUDIO RESOURCE RESERVATION PARAMETERS H.323 IP ENDPOINTS RSVP Enabled? n H.323 Link Bounce Recovery? y Idle Traffic Interval (sec): 20 Keep-Alive Interval (sec): 5 Keep-Alive Count: Configure Switch Connection and CTI Links between Avaya Communication Manager and Avaya Application Enablement Services The Avaya AES server forwards CTI requests, responses, and events between the DataVoice Avaya Communication Manager Recording Controller and Avaya Communication Manager. The AES server communicates with Avaya Communication Manager over a switch connection link. Within the switch connection link, CTI links may be configured to provide CTI services to CTI applications such as the DataVoice Recording Controller. The following steps demonstrate 5 of 35

6 the configuration of the Avaya Communication Manager side of the switch connection and CTI links. See Section 4 for the details of configuring the AES side of the switch connection and CTI links. Enter the add cti-link m command, where m is a number between 1 and 64, inclusive. Enter a valid extension under the provisioned dial plan in Avaya Communication Manager, set the Type field to ADJ-IP, and assign a descriptive Name to the CTI link. add cti-link 4 Page 1 of 2 CTI LINK CTI Link: 4 Extension: Type: ADJ-IP COR: 1 Name: TSAPI Enter the change node-names ip command. In the compliance-tested configuration, the CLAN IP address was utilized for registering H.323 endpoints (Avaya IP Telephones, and IP Softphones, and AES Device, Media and Call Control API stations) and the CLAN-AES IP address was used for connectivity to Avaya AES. change node-names ip Page 1 of 2 IP NODE NAMES Name IP Address CLAN CLAN-AES MEDPRO MEDPRO S8300G default procr Enter the change ip-services command. On Page 1, configure the Service Type field to AESVCS and the Enabled field to y. The Local Node field should be pointed to the CLAN- AES board that was configured previously in the IP NODE NAMES form in this section. During the compliance test, the default port was utilized for the Local Port field. change ip-services Page 1 of 4 IP SERVICES Service Enabled Local Local Remote Remote Type Node Port Node Port AESVCS y CLAN-AES of 35

7 On Page 4, enter the hostname of the AES server for the AE Services Server field. The server name may be obtained by logging in to the AES server using ssh, and running the command uname a. Enter an alphanumeric password for the Password field. Set the Enabled field to y. The same password will be configured on the AES server in Section 4.1. change ip-services Page 4 of 4 AE Services Administration Server ID AE Services Password Enabled Status Server 1: server2 xxxxxxxxxxxxxxxx y idle 2: 3: 3.4. Monitored Stations During the compliance test, the following recorded stations were used. These represent agent stations to be recorded (Avaya 4620SW IP) (Avaya 4625SW IP) (Avaya 9630 IP) (Avaya 6408D+) (Avaya IP Agent) 3.5. DMCC Softphones Enter the add station s command, where s is an extension valid in the provisioned dial plan. On Page 1 of the STATION form, set the Type field to an IP telephone set type, enter a descriptive Name, specify the Security Code, and make sure that the IP Softphone field is set to y. For the compliance test, DMCC softphones from to were created for integrated recording. add station Page 1 of 5 STATION Extension: Lock Messages? n BCC: 0 Type: 4620 Security Code: * TN: 1 Port: S00046 Coverage Path 1: COR: 1 Name: DMCC-1 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Time of Day Lock Table: Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: Speakerphone: 2-way Mute Button Enabled? y Display Language: english Expansion Module? n Survivable GK Node Name: Survivable COR: internal Media Complex Ext: Survivable Trunk Dest? y IP SoftPhone? y IP Video Softphone? n Customizable Labels? y 7 of 35

8 4. Configure Avaya Application Enablement Services The Avaya Application Enablement Services (AES) server enables Computer Telephony Interface (CTI) applications to control and monitor telephony resources on Avaya Communication Manager. The Avaya Application Enablement Services (AES) server receives requests from CTI applications, and forwards them to Avaya Communication Manager. Conversely, the Avaya Application Enablement Services (AES) server receives responses and events from Avaya Communication Manager and forwards them to the appropriate CTI applications. This section assumes that installation and basic administration of the Avaya Application Enablement Services server has been performed. The steps in this section describe the configuration of a Switch Connection, a CTI user, a DMCC Server port, and a CTI link for TSAPI Configure Switch Connection Launch a web browser, enter address of AES server> in the address field, and log in with the appropriate credentials for accessing the AES CTI OAM pages. 8 of 35

9 Select the CTI OAM Administration link from the left pane of the screen. Click on Administration Switch Connections in the left pane to invoke the Switch Connections page. A Switch Connection defines a connection between the Avaya AES and Avaya Communication Manager. Enter a descriptive name for the switch connection and click on Add Connection. 9 of 35

10 The next window that appears prompts for the Switch Connection password. Enter the same password that was administered in Avaya Communication Manager in Section 3.3. Click on Apply. After returning to the Switch Connections page, select the radio button corresponding to the switch connection added previously, and click on Edit CLAN IPs. 10 of 35

11 Enter the CLAN-AES IP address which was configured for AES connectivity in Section 3.3 and click on Add Name or IP. Repeat this step as necessary to add other C-LAN boards enabled with Application Enablement Services. After the completion, navigate back to Administration Switch Connections in the left pane to invoke the Switch Connections page. Click on Edit H.323 Gatekeeper for DMCC call control and monitor. On the Edit H.323 Gatekeeper S8720 page, enter the C-LAN IP address which will be used for the DMCC service. During the compliance test, CLAN-AES was utilized for the DMCC service. Click on Add Name or IP. Repeat this step as necessary to add other C-LAN boards enabled with Application Enablement Services. 11 of 35

12 4.2. Configure the TSAPI CTI link Navigate to Administration CTI Link Admin TSAPI Links in the left pane, and click on the Add Link button to create a TSAPI CTI link. Select a Switch Connection using the drop down menu. The Switch Connection is configured in Section 4.1. Select the Switch CTI Link Number using the drop down menu. The switch CTI Link Number should match the number configured in the cti-link form in Section 3.3. Click the Apply Changes button. Default values may be used in the remaining fields Configure the CTI Users The steps in this section describe the configuration of a CTI user. Launch a web browser, enter address of AES server> in the URL, and log in with the appropriate credentials to access the relevant administration pages. 12 of 35

13 The Welcome to OAM page is displayed next. Select User Management from the left pane. From the Welcome to User Management page, navigate to the User Management Add User page to add a CTI user. On the Add User page, provide the following information: 13 of 35

14 User Id Common Name Surname User Password Confirm Password The above information (User ID and User Password) must match with the information configured in the DataVoice Configuration page in Section 5. Select Yes using the drop-down menu on the CT User field. This enables the user as a CTI user. Click the Apply button (not shown) at the bottom of the screen to complete the process. Default values may be used in the remaining fields. Once the user is created, select OAM Home in upper right and navigate to the CTI OAM Administration Security Database CTI Users List All Users page. Select the User ID created previously, and click the Edit button to set the permission of the user. 14 of 35

15 Provide the user with unrestricted access privileges by clicking the Enable button on the Unrestricted Access field. Click the Apply Changes button. Navigate to the CTI OAM Home Administration Ports page to set the DMCC server port. During the compliance test, the default port values were used. The following screen displays the default port values. Since the encrypted port was used during the compliance test, set the Encrypted Port field to Enabled. Default values may be used in the remaining fields. Click the Apply Changes button (not shown) at the bottom of the screen to complete the process. 15 of 35

16 5. Configure DataVoice Recording Solution for Avaya Communication Manager This section only describes the interface configuration that allows the DataVoice Avaya Communication Manager Recording Controller and DataVoice Libra Recorder to communicate with Avaya AES and Avaya Communication Manager. Refer to [3] and [4] for instructions to configure the DataVoice Avaya Communication Manager Recording Controller and to [5] for configuring the DataVoice Libra Recorder Configure DataVoice Avaya Communication Manager Recording Controller This section describes the setup of indirect and integrated recording for the Recording Controller. The setup and configuration for the Recording Controller is done through the DataVoice RC Setup Utility. Open the DataVoice RC Setup Utility by double-clicking the DV Setup icon on the Windows Desktop. 16 of 35

17 Configure TSAPI connection. This section describes configuration steps for the connection to the Avaya Application Enablement Services (AES) server using the Telephony Services Application Programming Interface (TSAPI). Navigate to the DataVoice Avaya CM Recording Controller Switch [Avaya] Switch Connection page. Provide the following information under the Switch Connection TSAPI section: Server Host Name Switch Name Switch Login ID Switch Login Password After the completion, click on the Save and Close button. 17 of 35

18 Configure Indirect Recording This section describes configuration steps to setup indirect recording for the Recording Controller. Navigate to DataVoice Avaya CM Recording Controller Switch [Avaya] Group[New Group]. Provide the following information: Group Name A descriptive name for the group Lines in group Available lines for a trunk. For the compliance test, 23 trunk members were utilized for a T1 connection. Maximum active lines The maximum number of active lines during the test were 23. Default values may be used in the remaining fields. Click on the Apply button. 18 of 35

19 Navigate to DataVoice Avaya CM Recording Controller Switch [Avaya] Group[Avaya] Line ID map. Select Set line ID(s). 19 of 35

20 From the Line ID window, select Trunk under ID type section. Provide the trunk group number that will be used. Type 1 for the tslot field. Click on the OK button Configure Integrated Recording This section describes configuration steps to set up integrated recording for the Recording Controller. 20 of 35

21 Navigate to DataVoice Avaya CM Recording Controller Switch [Avaya] Group[New Group]. Provide the following information: Group Name A descriptive name for the group Lines in group The lines in group were 30 during the test. Maximum active lines The maximum number of active lines were 30 during the test. Default values may be used in the remaining fields. Click on the Apply button. 21 of 35

22 Navigate to DataVoice Avaya CM Recording Controller Switch [Avaya] Group[Avaya] Line ID map. Select Set line ID(s). From the Line ID window, select Extension under ID type section. Provide the DMCC softphones that will be used. Click on the OK button. 22 of 35

23 5.2. Configure DataVoice Libra Recorder This section describes the setup of indirect and integrated recording for the Recorder. The setup and configuration for the Recorder is done through the DataVoice AdminConsole. Open the AdminConsole by double-clicking the AdminConsole icon on the Windows Desktop. From the Connect to Server window, click on the OK button. On the Select Certificate window, select DataVoice/F110099/Administrator, using the dropdown menu. This is the default selection. Click on the OK button. 23 of 35

24 Configure Indirect Recording This section describes configuration steps to set up indirect recording on the Recorder. Libra uses the Ai-Logix SmartWORKS Digital Trunk card. When the Libra Recorder is installed all the setup and configuration is created automatically. Refer to [5] for a detailed overview of the setup and configuration Configure Integrated Recording This section describes configuration steps to set up integrated recording on the Recorder. From the System Configuration page, select System Configuration Telephony Systems (Switch/PBX). 24 of 35

25 Click on the Add button to start configuring integrated recording. Select Avaya CM with DMCC (CMAPI) Integration, using the drop-down menu. Click on the OK button. Provide the following information: AES Server IP Address Enter the IP address of the AES server. AES Username Enter the User Id created in Section 4.3. AES Password Enter the User Password created in Section 4.3. CLAN IP Address Enter the CLAN IP address that DMCC stations are registered to. Number of lines Click on the OK button. 25 of 35

26 After completion, the System Configuration window displays the new telephony system, called Avaya CM with DMCC (CMAPI) Integration. To add DMCC stations for recording, navigate to System Configuration Telephony Systems (Switch/PBX) Avaya CM with DMCC CMAPI Integration -> CTI Signalling Interfaces DMCC (CMAPI). 26 of 35

27 Click on the Add button under the Recorder Extensions section to configure the DMCC softphones. On the Add Recorder Extension(s) window, provide initial extension (softphone) and number of extensions (softphones). Click the OK button. 27 of 35

28 After completion, provide the security code for the DMCC softphones. Click on the Save button Configure Monitored Devices This section describes the setup of the monitored devices for indirect and integrated recording. The dynamic configuration for the Recording Controller is done through the DataVoice Recording Controller Configuration Utility. From the Windows desktop, navigate to All Program DataVoice Definity RC Recording Controller Configuration to open the utility. On the Recording Controller Configuration window, click the RC button to open a connection to the Recording Controller. 28 of 35

29 The following Login Information window appears. Click on the OK button Configure Indirect Recording This section describes configuration steps to set up monitored devices for indirect recording. Select Avaya under the RC Recording Controller:local section, from the left pane of the window. On the right pane of the window, click on the right mouse button, and select Add New Device. 29 of 35

30 Provide Device ID and Device Name for each monitored device. Click on the OK button. Repeat this step to add all monitored devices. Another way to add multiple monitored devices is by utilizing the range of device button. From the Recording Controller Configuration window, select Avaya under the RC Recording Controller:local section, from the left pane of the window. On the right pane of the window, click on the right mouse button, and select Add New Range of Devices. Provide Device ID From and To and descriptive name for the Device Name field. Click on the OK button. 30 of 35

31 Configure Integrated Recording Repeat all steps described in section to add monitored devices for integrated recording. 31 of 35

32 6. Interoperability Compliance Testing The interoperability compliance test included basic recording, serviceability, and performance testing. The basic recording testing evaluated the ability of the DataVoice Recording Solution for Avaya Communication Manager to monitor and record calls placed to and from stations. The serviceability testing introduced failure scenarios to see if the DataVoice Recording Solution for Avaya Communication Manager can resume recording after failure recovery. The performance testing stressed the DataVoice Recording Solution for Avaya Communication Manager by continuously placing calls over extended periods of time General Test Approach The general approach was to manually place calls to and from stations, monitor and record them using the DataVoice Recording Solution for Avaya Communication Manager, and verify the recordings. The types of calls included internal calls, inbound and outbound trunk calls. Performance tests verified that the DataVoice Recording Solution for Avaya Communication Manager could record calls during a sustained, high volume of calls. For serviceability testing, failures such as cable pulls, CTI link busyouts and releases, and resets were applied Test Results All test cases were executed and passed. 7. Verification Steps This section provides the steps that can be performed to verify proper configuration of Avaya Communication Manager and Avaya AES Verify Avaya Communication Manager Verify the status of the administered AES link by using the status aesvcs link command. status aesvcs link AE SERVICES LINK STATUS Srvr/ AE Services Remote IP Remote Local Node Msgs Msgs Link Server Port Sent Rcvd 01/01 server CLAN-AES Verify the Service State field of the administered TSAPI CTI link is in established state, by using the status aesvcs cti-link command. status aesvcs cti-link AE SERVICES CTI LINK STATUS CTI Version Mnt AE Services Service Msgs Msgs Link Busy Server State Sent Rcvd 4 4 no server2 established of 35

33 7.2. Verify Avaya Application Enablement Services From the CTI OAM Admin web pages, verify the status of the TSAPI and DMCC Services are ONLINE, by selecting Status and Control Services Summary from the left pane. 8. Support Technical support on the DataVoice Recording Solution can be obtained via at or by calling Conclusion These Application Notes illustrate the procedures for configuring the DataVoice Recording Solution to monitor and record calls placed to and from stations on an Avaya Communication Manager system. In the integrated recording configuration described in these Application Notes, the DataVoice Recording Solution employs DMCC virtual stations as recording ports. The recording formats tested were SSC (for integrated recording) and trunk tap. During compliance testing, the DataVoice Recording Solution successfully monitored events and recorded calls placed to and from stations. The DataVoice Recording Solution was also able to record calls under continuous call volumes over extended periods of time. 10. Additional References This section references the Avaya and DataVoice documentation that are relevant to these Application Notes. The following Avaya product documentation can be found at [1] Administrator Guide for Avaya Communication Manager, Issue 4, January 2008, Document Number [2] Application Enablement Services Administration and Maintenance Guide, Release 4.1, Issue 9, February 2008, Document Number of 35

34 The following documentation was provided by Spescom DataVoice [3] RCL-RC0-HBT-13 RC Server cv10.9 Tech Manual v1.3 [4] RCL-DEF-HBT-07 Avaya CM PI cv3.6 Technical Manual v1.4 [5] LIB-GEN-HBT-01 Libra and Nexus Technical Manual v of 35

35 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DevConnect Program at 35 of 35